Are there examples of mobile CRM being used to target B2C rather than to support business workers on the move? Won't mobile CRM become indispensable with the multitude of services that GPRS will bring?

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Probably the most common B2C mobile CRM examples include wireless devices that allow investors to place trades with firms like Fidelity Investments. Another example is OnStar ( -- a wireless technology that first provided one-button access to roadside assistance, it now also provides access to services at Fidelity Investments. I expect to see other similar OnStar partnerships that provide wireless access to business services from the driver's seat. Regarding GPRS, although it certainly holds promise for exciting new mobile solutions, I am personally taking a "wait and see" approach to this technology. Once again, I believe it's a solution in search of a problem.

This was first published in November 2001

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